If your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

 

Checked baggage undergoes security and customs checks at the departure airport before airport staff transport it to the boarding docks for loading onto the aircraft.

Since many suitcases are similar, we advise you attach an identification tag to your luggage that includes your name, address and the details of your destination. To help make your suitcase stand out, try tying a colourful bow to the handle, affixing a sticker to it, or customising it in another way so it easily recognisable. Make sure your suitcase is sturdy enough, compact and tightly closed, so it can withstand the potential damage caused by air transport. As specified on your travel ticket, valuables (e.g., jewellery), computers and electronic devices, keys, important documents (including passports), medicines or medical equipment must not be included in your checked baggage. Neos may not be held liable if any such items are damaged and/or lost during carriage. For more information on baggage, please see our “Conditions of Carriage”.

If you leave behind any items on our aircraft, please contact the Lost & Found offices of the respective airports directly. These offices handle lost luggage and items, and their contact numbers can be found on the airports' websites.